---
sourceDocument: Xanadu Account Lifecycle Events
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/acct-lifecycle-events

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Account Lifecycle Events

ft:clusterId :

    - actle

bundleId :

    - actle

workflow :

    - Customer and Industry


---

# Create a touchpoint

# Create a touchpoint {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Create a touchpoint to capture and support conversations between providers and customers during the engagement lifecycle.

## Before you begin

Role required: sn_acct_lc.ale_success_agent

## About this task

During the lifecycle of an engagement, providers and customers may have frequent conversations, sync-up meetings, reviews, and so on. A touchpoint is meant to capture and support these discussions and share information among
the various stakeholders. Additionally, customers can raise touchpoints to their provider about any number of topics, ask for support, or request details about a given objective.

## Procedure

1. Navigate to WorkspaceCSM/FSM Configurable Workspace and select the List icon.
2. Navigate to the Customer SuccessAll Touchpoints and click New.
3. On the form, fill in the fields.  
   {#account-lifecycle-create-touchpoint__table_olw_rwv_zbc__entry__2}

   | Field | Description |
   |-|-|
   | Number | System generated unique number for the onboarding case record. |
   | Account | The account number of the enterprise customer associated with the account. |
   | Engagement | Select the engagement record to which the touchpoint is related. This is a mandatory field. |
   | Channel | The channel used for communication. This can be: * Web * Phone * Email * Chat * Social * Community * Alert * Virtual Agent {#account-lifecycle-create-touchpoint__ul_q43_k3y_zbc} |
   | Contact | The key customer contact for this touchpoint. |
   | Assigned to | The key internal team member handling this touchpoint. |
   | Squad | The team supporting this account for achieving both value and success. |
   | Category | The category associated with this touchpoint. This can be: * General conversation * Value and adoption * Expansion opportunities * Renewal support {#account-lifecycle-create-touchpoint__ul_d44_y3y_zbc} |
   | State | State of the touchpoint. This can be: * New * In progress * Paused * Canceled * Closed {#account-lifecycle-create-touchpoint__ul_xcb_gmw_zbc} |
   | Progress | Current progress of this touchpoint. This can be: * Not Started * On-Track * At Risk * Paused * Completed * Canceled {#account-lifecycle-create-touchpoint__ul_v54_pmw_zbc} |
   | Priority | Priority of this touchpoint in comparison to others. This can be: * Critical * High * Medium * Low * Very Low {#account-lifecycle-create-touchpoint__ul_zth_ymw_zbc} |
   | Due date | Date by which the touchpoint should be completed. |
   | Product | The product to which this touchpoint is related. Select the checkbox to indicate if the touchpoint is related to a specific product that has been sold. |
   | Subject | Enter the subject for this touchpoint. This is a mandatory field. |
   | Watch list | Select the users who should be notified of any updates to the touchpoint. |
   | Work notes list | Select the users who should be notified of any updates to the worknotes. |
   | Description | Enter a description for this touchpoint. This is a mandatory field. |
   | Work notes | Any internal notes regarding this objective. |
   | Additional comments | Any additional information that needs to be provided to the customer. |
   | Meeting date | Date on which the touchpoint meeting is to be held. |
   | Meeting type | Type of meeting which can be: * Ad-hoc * Weekly status * QBR * Renewal {#account-lifecycle-create-touchpoint__ul_kwx_jky_zbc} |
   [Table 1. Touchpoint form]

   {#account-lifecycle-create-touchpoint__table_olw_rwv_zbc}
4. Click Save to create a new touchpoint.  
   Note:  
   You can use response templates to provide quick responses, or copy and paste relevant information from a case. Click the Response template icon and select the response template you want to use. For more details on response templates, see [Response templates](https://www.servicenow.com/docs/access?context=response-templates-templated-snippets&version=xanadu&pubname=xanadu-servicenow-platform&ft:locale=en-US).
{#account-lifecycle-create-touchpoint__steps_cqm_tbx_zbc}

*[\>]: and then